Building Maintenance KPIs Every Owner and Property Manager Should Track

An AMC can be signed and still deliver poorly if nobody checks. KPIs, or key performance indicators, turn "are we getting good service" into a clear answer. The measures below are the ones that matter most for owners and property managers.

Response time against target

How quickly the contractor responds to requests in each category, measured against the time written in the contract. Track the average and the cases that missed the target.

Time to close

How long from request to completed job. Fast response with slow completion still leaves tenants waiting.

First-time fix rate

The share of jobs resolved on the first visit. A low rate points to poor diagnosis, missing parts or the wrong skills sent.

Repeat call rate

How often the same fault returns within a set period. Repeat calls are a sign that symptoms are being treated instead of causes, as we discuss in our post on recurring plumbing problems.

Preventive maintenance completion

The share of scheduled preventive visits completed on time. This is the leading indicator: if it falls, breakdowns will follow.

Planned versus reactive ratio

The balance between scheduled work and breakdown work. A healthy trend moves toward planned work over time.

Backlog and age of open jobs

How many jobs are open and how long they have been open. A growing backlog suggests under-resourcing or unclear priorities.

Tenant and occupant feedback

Complaints and satisfaction scores, tracked by category. They reveal how the service feels from the other side.

Cost trends

Maintenance cost per unit or per area over time, split between planned and unplanned. Look at the direction, not just a single figure.

Safety incidents

Near misses and incidents involving contractors on site. Even one is a signal to review how work is controlled.

Making KPIs useful

•     Agree the measures and targets in the contract.

•     Receive a monthly report in a consistent format.

•     Review trends quarterly with the contractor, and write down the actions.

•     Keep the list short, so it is read and used.

Want KPI reporting built into your AMC? Request a sample report and see how we track response and completion.